Global Service Desk Team Lead

Worldpay
$58,310.00 - $95,040.00
parental leave
United States, Colorado, Denver
Jan 07, 2025
Job Description Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day. We're looking for Global Service Desk Team Lead to join our ever evolving Digital Workspace Team to help us unleash the potential of every business. About the team We are seeking a highly skilled and experienced Global Service Desk Team Lead to lead our dynamic team in Denver. The successful candidate will be a part of our global service desk operations leadership team ensuring exceptional customer support and service delivery to your Worldpay teammates. What you'll own Leadership and Management: Lead and manage a team of service desk analysts, providing guidance, support, and mentorship. Develop and implement strategies to improve service desk performance and customer satisfaction. Develop and implement on-going Service Improvement measures Coordinate technical and hierarchical escalation & partnership with other technical teams / 3rd parties / management. Service Delivery: Oversee the day-to-day operations of the US (Cincinnati) Global Service Desk FTEs (approx. 4), ensuring timely and effective resolution of incidents and service requests. Monitor service desk metrics and KPIs, identifying areas for improvement and implementing corrective actions. Ensure compliance with ITIL best practices and company policies. ServiceNow (SNOW) Consumption: Manage and maintain Worldpay's interactions, incidents, and requests within the ServiceNow system. Monitor technicians to ensure adherence to documentation standards of work, SLA's, and other relevant activities within the system. Provide training and support to service desk staff on ServiceNow functionalities, standards, and changes. Customer Engagement: Act as the primary point of contact for escalated issues and major incidents. Build and maintain strong relationships with key stakeholders and clients; especially the assigned primary location(s) / region(s). Ensure high levels of customer satisfaction through effective communication and problem-solving. Where you'll own it We are looking for someone willing and able to work 5 days (Monday-Friday) in our Denver (DTC) office. What you bring Proven experience in a service desk leadership role, preferably in a global or multi-site environment. Experience with ServiceNow, with a focus in Service Operations Workspace consumption. Experience with other ITSM solutions is acceptable but SNOW is preferred. Strong knowledge of ITIL framework and best practices. Excellent leadership, communication, and interpersonal skills. Ability to work in a fast-paced, dynamic environment and manage multiple priorities. What you bring Required: Strong leadership experience building a team by demonstrating the following characteristics: empathy, encouragement and the ability to teach your team. Nice to have: Proven experience in a service desk leadership role, preferably in a global or multi-site environment. Experience with ServiceNow, with a focus in Service Operations Workspace consumption. Experience with other ITSM solutions is acceptable but SNOW is preferred. Strong knowledge of ITIL framework and best practices. Getting "in the weeds" is part of this job; this is a working manager / leadership role. Worldpay perks - what we'll bring for you We know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect. A competitive salary and benefits. Time to support charities and give back to your community. Parental leave policy. Global recognition platform. Virgin Pulse access. Global employee assistance program. To find out more about working with us, find us on LinkedIn. #LI-LL1 Worldpay is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $58,310.00 - $95,040.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process. Privacy Statement Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice. EEOC Statement Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here. For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. Sourcing Model Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.